Director - Uptime & Service Excellence

About the role

Volvo Group Australia is looking for an experienced, commercially minded leader to act as Director - Uptime & Service Excellence. Reporting to the Vice President Service Market and as a member of the Service Market Leadership Team, the role strengthens relationships across the dealer networks in Australia and designated export markets. It works with Dealer Principals, dealership leadership teams and internal stakeholders to build trust, collaboration and consistent service performance.

Key responsibilities

• Lead the Uptime & Service Excellence strategy, turning functional priorities into measurable outcomes that improve vehicle uptime, service responsiveness, product reliability and customer experience.
• Drive performance across a distributed dealer and service network, setting performance frameworks, targets and governance structures.
• Build trusted relationships with Dealer Principals and dealership leadership, acting as a strategic partner and supporting shared business objectives.
• Lead the end-to-end Product Services ecosystem: technical support, product quality, warranty administration, vendor recovery, campaigns, safety recalls and technical goodwill, applying global standards consistently.
• Oversee Market Quality Report (MQR) processes and systemic issue resolution.
• Transform service support from reactive to proactive, using pre-planning, uptime monitoring, data-led intervention and emerging tools such as the Uptime Centre.

Required profile

• Tertiary qualification in Business, Engineering, Economics, International Business or a related discipline (postgraduate highly regarded), or equivalent extensive industry experience.
• Extensive senior leadership experience in a complex automotive, heavy vehicle, industrial or service network environment, ideally within an OEM, dealer/distributor or aftermarket ecosystem.
• Proven track record leading service, technical support, warranty, quality or aftersales functions, with accountability for uptime, customer experience and commercial outcomes.
• Experience improving performance across distributed dealer or partner networks through governance and relationships rather than direct operational control.
• Strong commercial acumen, including managing budgets and cost drivers such as warranty, quality and service recovery.
• Experience in global, matrixed and governed environments, leading teams through managers and engaging senior internal leaders, dealer principals and external partners.